20.500.12556/DKUM-47022 POSLOVNA KOMUNIKACIJA PRI IZTERJAVI DOLGA BUSINESS COMMUNICATION FOR RECOVERY OF DEBT Vsako podjetje želi biti učinkovito in uspešno ter imeti čim boljši poslovni izid. Vendar za dober uspeh podjetja ni dovolj samo uspešno trženje izdelka, ampak je za likvidnost podjetja in za tekočo plačilno sposobnost potrebno tudi pravočasno pridobivanje denarnih sredstev iz zapadlih terjatev. V podjetjih je potrebna dobra organizacija pri izterjavi terjatev, za katero sta odgovorna predvsem finančni in prodajni oddelek podjetja. Cilji diplomske naloge so predstaviti poslovno komunikacijo na področju izterjav in se na podlagi teorije in analize podatkov osredotočiti na tisti najbolj uspešen način komunikacije na področju izterjav v podjetju DHL. Na podlagi zbranih podatkov smo analizirali učinkovitst poslovne komunikacije pri izterjavi, na poslovanje v prihodnje in na uspeh izterjave. Z analizo postopka izterjave smo preverili tudi obravnavo strank. Na podlagi raziskav se DHL Ekspres (Slovenija), d.o.o s pomočjo dobro izobraženimi ljudmi/zaposlenimi, s točno določenimi postopki in različnimi načini izterjave uspešno bori proti plačilni nedisciplini in sicer uporablja več načinov za izterjavo. V diplomskem delu smo opredelili komunikacijo in načine komunikacije in se osredotočili na poslovno komunikacijo in kasneje na poslovno komunikacijo na področju izterjave. Za uspešno izterjavo je pomemben pravi način poslovne komunikacije, ki ga je v tako delikatni zadevi dokaj težko najti. Pri DHL se je na podlagi analize rezultatov v zadnjih letih, za najbolj učinkovito orodje pri izterjavi izkazal prav telefonski klic, ki predstavlja bolj oseben način komunikacije kot pisni opomini in maili. Dobro izurjeni referenti, ki se večkrat letno usposabljajo na področju izterjave pa so prav tako podkovani s pravo informacijsko podporo, ki jim pomaga pri izterjavi. Informacijska podpora jim nudi dostop do podatkov o stranki, o pomembnih datumih o različnih oznak stranke in do vseh ostalih pomembnih podatkov, ki morajo biti stalno ažurni, da ne pride do kakšnih napak, ki bi lahko ogrozile nadaljnje sodelovanje s stranko. Every company wants to be efficient and effective, and have the best possible profit. However, for the good success of the company is not enough to successfully marketi a product, but the company's liquidity and cash-flow must also be timely generate cash from receivables overdue. The company needs a good organization for the recovery of claims, which are primarily the responsibility of the financial and sales department of the company. The objectives of the thesis are to present business communication in the field of recoveries and on the basis of theory and data analysis to focus on one of the most successful method of communication in the field of recoveries at DHL. Based on the collected data we analyzed business communications for the recovery in business in the future and the success of the recovery. The analysis of the recovery process, we also checked the treatment of clients. Based on the research, DHL Express (Slovenia) Ltd. with the help of well-educated people / employees with specific procedures and different ways of recovering successfully fought against payment defaults and otherwise use several methods to recover. In the thesis, we have identified communication and ways of communication and focus on business communication and later on business communication in the field of recovery. For a successful recovery is an important right way business communications by the so-delicate matter quite hard to find. DHL is based on the analysis results in recent years, the most effective tool in the recovery proved just a phone call, which represents a more personal way of communication such as written warnings and Mail. Well-trained officers who are trained several times a year for recovery are also gifted with the right information and support to help them to recover. Information support providing them with access to customer data, the important dates of the various codes to customers and all other relevant information that must be kept up to date in order to avoid some mistakes that could jeopardize the continued cooperation with the client. plačila nedisciplina poslovno komuniciranje terjatve izterjava nondiscipline in payments business communication receivables recovery true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2014-12-09 19:51:38 2015-02-06 08:47:45 2022-05-19 03:07:15 2021-05-05 03:37:43 2014 0 Kranj 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7400467 URN:SI:UM:DK:IU7QOK0U UN_Benda_Polona_2014.pdf UN_Benda_Polona_2014.pdf 1 03071032F5848431000EAD45476152EF 829f0c75c3ecc89c9eb2503fc4c530f986abab28db93d7f48a62b6df49a47c60 78855198-7c0b-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=69287 Fakulteta za organizacijske vede 0 0 0